Senior Consultant

Overview

Location:
Bolingbrook, IL or Toronto, Canada (Hybrid)

In this position, you’ll be based in the Bolingbrook IL or Toronto Canada office for a minimum of three days a week, with the flexibility to work from home for part of your week. In Toronto, the standard work week is 37.5 hours, typically Monday to Friday between 8:30 am to 5:00 pm.

We give you a world of potential

We have a unique opportunity for someone to contribute their talents and strengths as a Quality, Risk, Compliance and Knowledge Senior Consultant
.

Computershare’s Communication Services (CCS) provides integrated customer communication solutions worldwide. We consult, design, build and orchestrate smart communications solutions across traditional and emerging channels to help clients drive increased customer engagement and optimize operational efficiencies. We enable our clients to meet legislative compliance and regulatory requirements across their full communications suite. We help keep our internal and external verticals at the forefront of cutting edge digital and print communication practices.

The CCS business has a strategy aimed at supporting the delivery of Computershare’s global priorities. We work to modernize communications and messaging platforms across the internal verticals. CCS is focused on redefining our business model to invest for long-term sustainability, taking advantage of the explosion in digital, real-time communications. CCS teams are located in many of the Computershare key locations, including Australia, United Kingdom, Germany, Canada and the United States.

The Senior Consultant’s primary responsibility is to promote a sustained quality and risk culture by delivering on day-to-day operational quality and risk activities. Working hand in hand with Canadian and US colleagues, the goal is to drive consistency across the region and support the delivery of the North American objectives.

Responsibilities

• Meet day-to-day operating deadlines (65%).
• Manage day-to-day Enterprise Risk and Compliance obligations in accordance with the global framework, policies and process.
• Lead risk reviews and assessments (Risk Register, Risk Appetite, pRCSAs, FRCSA, Business Continuity). Consult on potential operational risks, applying risk management skills and analysis tools.
• Lead business continuity activities (BIA, risk assessment, plan, procedures), coordinate testing, preparation of all internal and external required reporting and continuous improvement of CCS abilities to function seamlessly in a BC/DR situation, in line with corporate and global standards, policy and procedure.
• Support departments with findings and remediation plans. Ensure departments fulfill expectations and deliverables under the compliance management program.
• Manage regulatory requirements and compliance reporting (Privacy, attestations) as required by the Business Unit Risk and Compliance Officer.

• Time and cost savings from improvements (20%).
• Foster relationships with peers, employees and managers to coach and promote a quality and risk culture using effective change management strategies, training, and consultation.
• Collaborate with departments to assess and remediate systemic process gaps and reduce risk and increase efficiency.
• Facilitate cross-functional process reviews and mapping to drive process improvement and efficiencies.
• Streamline processes and procedures regionally and globally where possible.

• Customer sat scores NPS / Sat (5%).
• Coordinate with internal and external stakeholders to effectively manage customer assurance, third party audits, and relevant aspects of contracting.
• Play a supporting role to Sales and Client Services, coordinating compliance responses and creating QRCK related collateral to support service delivery.

• Employee quality and risk engagement score (10%).
• Lead and implement a regional knowledge management program, induction and CCS specific programs, enabling continual improvement of all staff in skills and understanding relevant to their career path.

To perform this job successfully, an individual must have:

• Minimum of 3 years of experience in operational risk management (i.e.,…